Transcript After Francis: A National Voices perspective

Risk, quality and trust:
lessons from Francis
Jeremy Taylor, CEO, National Voices
At CfPS Annual Conference
10 June 2014
Themes from the Francis
inquiry...
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culture and behaviour
openness
transparency
honesty
standards
the patient and public voice
and it’s not just about mid-Staffs
The Government response
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Chief inspectors – “an Ofsted for health”
Duty of candour - when things go wrong
Berwick - on “zero harm”
Cavendish – on nursing
Hart/Clwyd – on complaints
Keogh – on 14 other worrying hospitals
“Hard Truths”
But it’s not about the Government
What matters to patients?
– the evidence
• Treat me as a person
• I need access
• I need information
• Talk to me
• Involve me
• Involve my family and friends
• Respect my privacy, confidentiality and dignity
• Help me stay well and independent
• Join things up, don’t pass me from pillar to post
• I need practical support
• I need emotional support
It’s not just about the ward
Living with .....
The Web of
Care
Out-ofHours
Doctors
(Last 7 yrs)
Care team
2 live-in carers
(alternating weekly)
Replacement carer
[Some night nursing
– Health]
Emergency carers
& Barbara
Continence
Adviser
Consultant
District
Nurses
GP
Dietician
Dementia
Advisory
Nurse?
Malcolm &
Barbara
Oxygen
service
Alzheimer’s
Soc outreach
worker
Community
Dentist
Occupational
Therapist
Social
Worker
Direct
Payments
Team;
Rowan
Org.
Speech &
Language Adviser
Wheelchair
Service
Equipment
Service
Physiotherapist
Alternating
Mattress technician
Care planning
My
goals/outcomes
Person centred coordinated care
Information
“I can plan my care with people who
work together to understand me and my
carer(s), allow me control,
and bring together services
to achieve the outcomes important to
me.”
Communication
Transitions
Decision making
Organisational
processes
HCPs committed to
partnership working
Engaged,
informed patients
Personalised
care
planning
Responsive
commissioning
Coulter, Roberts, Dixon: Delivering better services for people with long-term conditions –
building the House of Care, King’s Fund, October 2013
Being person-centred
• People - treat me as a person
• Partners in decisions – involve me as much as I want to be,
don’t just “consent” me
• Self-managers - help build my knowledge, skills, confidence, I
want to get on with my life
• Citizens - understand my needs; respect my rights whoever
I am
• People helping people - connect me with those who can help
me
• Communities and leaders - we want to put something back:
benefit from our collective goodwill , experience and
leadership
Being person-centred
• Risk - I want you to be safe and I want you to trust
me
• Quality – “safety, effectiveness, experience” - but
also what matters to me
• Trust – You need to earn my trust by being open,
honest, and transparent. And you need to trust me
Kate Granger’s values
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Communication
The little things matter
Person –centred care
See me – not my disease
http://play.buto.tv/HMzZc
Some questions for scrutineers
• Can we find out what is going on?
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What do patients and families think?
What do staff think?
What does the board worry about?
Do they learn? Do things change?
Are patients involved? How and where?
Are staff involved? How and where?
Where is the community?
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Thanks for listening!
www.nationalvoices.org.uk
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